CoreDial, a provider of cloud communications solutions, has launched CoreNexa WFM, a fully integrated workforce management (WFM) module for its CoreNexa Contact Center solution.
This cloud-based offering allows businesses to plan, monitor, and adjust employee schedules, track adherence to plan, and forecast incoming demand. Built-in scheduling tools let managers handle time-off requests and assign shifts to team members. Its real-time adherence capabilities track agent activity by the minute and shift, across one or multiple locations. And because CoreNexa WFM leverages the historical data stored within the CoreNexa Contact Center platform, it can also deliver forecasting capabilities that enable businesses to staff for peak and off-peak periods, such as weekends, pre- and post-sale periods, and holidays. All of these features are accessible in the CoreNexa Contact Center platform with a simple license activation.
"As businesses continue to grapple with the disruption from COVID-19, many are finding they lack the tools, resources, and insights to properly manage their remote contact center employees," said Alan Rihm, CoreDial's CEO, in a statement. "CoreNexa WFM is designed to give managers full visibility across agents, activity, and historical data, enabling them to focus on what matters: creating efficiencies, improving agent performance, reducing costs for the business, and delivering a better experience for the customer. There’s a long list of reasons why WFM is compelling for businesses and managers, and this new module provides our partners with a timely solution that helps their customers address a very real need."
Nancy Jamison, industry director at Frost & Sullivan, believes cloud-based workforce management solutions like CoreDial's are ideally suited to meet the needs of small and mid-sized businesses.
"The common perception in the mid-tier is that traditional WFM tools are too expensive and difficult to integrate into legacy contact center platforms," she said in a statement. "CoreDial's strategy to create a cloud-based WFM solution that is compatible with its contact center-as-a-service offering is much better suited to serve the business, budgetary, and technical needs of the small to mid-sized enterprise sector."